Senior Operational Excellence Specialist - Lic (open to remote)

Are you passionate about working with agents and the business transforming the way we operate? In this role, you'll drive operational excellence by identifying opportunities, simplifying complex processes, and delivering innovative solutions that improve performance, reduce costs, and elevate both customer and agent experiences. You'll partner across the business to turn insights into action and create measurable, sustainable results.

In this role we are open to a remote worker, however, you must be located in PST or MDT.

You will report to Senior Manager, Sales Planning.

Position Compensation Range:

$79,000.00 - $130,000.00

Pay Rate Type:

Salary

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

Primary Responsibilities:

• Partner closely with State Directors and Agents to identify opportunities that improve operational efficiency, drive profitable growth, reduce costs, and enhance both agent and customer experiences.
• Build strong relationships across the sales organization and agency network to understand business challenges, align priorities, and deliver impactful solutions.
• Identify and implement innovative solutions by optimizing processes, empowering people, and leveraging technology to support sales and agency performance.
• Champion continuous improvement strategies that enable State Sales leadership and agents to achieve business objectives while delivering measurable operational results.
• Analyze business processes, sales operations, performance data, and value streams to uncover opportunities, streamline workflows, and eliminate inefficiencies.
• Design and implement scalable process improvements that strengthen execution across people, processes, metrics, technology, and agent-facing operations.
• Develop actionable insights, recommendations, and business cases that support data-driven decision-making for sales leadership and agency stakeholders.
• Create feedback mechanisms that capture both agent and leadership perspectives, using qualitative and quantitative data to drive ongoing improvement.
• Lead cross-functional initiatives with sales, agency, and corporate partners, utilizing strong project management disciplines to ensure successful implementation and adoption.
• Serve as a trusted advisor and change leader to State Directors and agents, influencing stakeholders and fostering a culture of innovation, continuous improvement, and operational excellence.
• Evaluate emerging technologies and industry best practices, recommending solutions that enhance sales effectiveness, agency operations, and overall business performance.

Specialized Knowledge & Skills Requirements:

• Demonstrated experience providing customer-driven solutions, support or service.
• Demonstrated experience collaborating with and influencing change in others.
• Demonstrated relationship building and communication with all levels of leadership.
• Demonstrated experience managing and leading large complex projects.
• Demonstrated experience in process mapping and workflows.
• Solid knowledge and understanding of lean process methodologies, tools and techniques.
• Demonstrated experience leading and facilitating small groups.
• Demonstrated experience developing policies, practices, and procedures.

Preferred Qualifications:

• Knowledgeable in social media marketing and AI.
  
  

Licenses

•Required to maintain current, active Property, Casualty, Life & Health Producer's license(s) status by continuing education and meeting all state, operating and regulatory requirements.

Travel Requirements

•Up to 10%.

Physical Requirements

•Work that primarily involves sitting/standing.

Working Conditions

•Not applicable.

Additional Information

• To ensure a strong start, all employees participate in our New Employee Orientation during their first week.  This experience is held in person at our Madison, WI Headquarters or one of our AmFam core locations to help you connect with our mission, meet key team members and build relationships that support your growth.  At times, sessions may be delivered virtually based on scheduling and availability. 
• Offer to selected candidate will be made contingent on the results of applicable background checks
• Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions
• Sponsorship will not be considered for this position unless specified in the posting

In this remote role you are expected to be located in either on PST or MDT.

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

American Family Insurance is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email [email protected] to request a reasonable accommodation.

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